I can't access my account

I've been on this service about a month now. I've never been able to get into my account. When signing up for a TMobile ID, it said it didn't recognize the email. I made several calls to tech support with no help. Each one said they would call me back, and I never received a call back. Through these forums, I saw one suggestion of trying to sign up to the forums itself. It got me further. I have a login and password. But I still can't access my account. It then asks for my gateway phone number, and doesn't recognize that. Then today it got to my due date of my bill. I'd made many calls to set up payment because my account won't work. It even has a pending payment, but they shut my service off. After another call, it's back on. But I still don't have account access. With different calls, I've spent over six hours with multiple people who eventually give up and claim I'll get a call back. And I never do and can't get in to my account. I wanted to make sure I stay paid up and am hoping I can get the promotions promised, but they may be expired now. No one seems able to help.